(1) Specifications for Treatment
(a) We provide bespoke, prescription-only hormone treatment programmes to patients who are experiencing symptoms of hormone imbalance after a full medical consultation and review of appropriate blood test results.
(b) All treatment decisions are made by qualified clinicians and are based on clinical suitability, safety, and current medical guidance.
(c) To ensure safe and appropriate care, you must provide complete and accurate information about your medical history, current health conditions, medications, and supplements.This information is essential to identify any potential contraindications or risks.
(d) If significant medical information is not disclosed, and this affects the safety of treatment, we may need to pause or discontinue treatment. In such circumstances, refunds may not apply, as outlined below. This approach is in place to protect patient safety and comply with clinical governance standards.
(e) Our treatment programmes are individualised clinical services and may include medical consultations, blood testing, private prescriptions, and ongoing clinical support. Programme components are confirmed at the start of your care and are tailored to your individual clinical needs. Components may be subject to change based on ongoing review of best clinical practice to ensure patient safety.
(2) Refunds and Cancellations
(a) Because treatment programmes are personalised medical services, they are not automatically refundable.
(2.1) Refund of Programme
(a) Bespoke treatment programmes are non-refundable and will only be considered where continuing treatment is no longer clinically appropriate due to exceptional medical circumstances or you are formally assessed and deemed medically unsuitable to continue treatment by our clinical team.
(b) All refund requests are reviewed on an individual, case-by-case basis, taking into account care already provided, clinical safety considerations, and regulatory requirements.
(c) Reviews of refund requests can take up to 14 days to be completed.
(d) Any request for a refund is assessed strictly on a case-by-case basis and all decisions are made at the sole discretion of our Bioidentical Hormone Therapy Clinicians and Senior Management Team. There is no automatic entitlement to a refund.
(e) Where a refund is agreed it will apply only to elements of the programme not yet delivered. No refunds apply to:
(i) Consultations already completed,
(ii) Blood tests already taken or processed, or
(iii) Prescription medication that has been dispensed, as outlined in the next section.
(2.2) Refund of Prescriptions:
(a) Prescription medicines are subject to strict legal and professional controls to protect patient safety. Once a prescription has been dispensed and dispatched, it cannot be returned, exchanged, or refunded, except in limited circumstances. This complies with:
• The Human Medicines Regulations 2012,
• Professional standards set by the General Pharmaceutical Council (GPhC), and
• Health and safety regulations governing medicines handling.
(b) Prescription medicines are legally exempt from the right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 because they are:
• Medicinal products for human consumption,
• Individually prescribed for a specific patient, and
• Unsuitable for return for hygiene and safety reasons once dispensed.
(c) For this reason, refunds are not available where:
(i) You change your mind,
(ii) You no longer require the medication,
(iii) The product is not collected or received.
(d) Refunds may be considered only where:
(i) The medication supplied does not match the prescription,
(ii) The product arrives damaged, defective, or expired, or
(iii) A dispensing or clinical error has occurred that is attributable to our service.
(e) Any concerns must be reported within 3 working days of receipt, with supporting evidence. Approved refunds will be processed into your requested bank account and processed within 14 days. This does not affect your statutory rights under English law.
(2.3) Cancellations
(a) We recognise that personal circumstances may change and aim to manage cancellations in a fair, safe, and transparent way. If you wish to cancel your programme, you must contact us by telephone on 0330 460 9999 to arrange a mandatory exit consultation. This consultation allows us to:
• Review your treatment safely,
• Discuss your reasons for stopping treatment,
• Provide appropriate clinical advice, and
• Ensure safe closure of care.
(b) Please note:
(i) Your recurring payment plan will continue until the exit consultation has taken place.
(ii) Cancellation takes effect only after the exit consultation is completed.
(iii) Payments will stop once all charges relating to care already delivered and medication already dispensed have been settled.
(iv) Failure to attend or complete the mandatory exit consultation may result in continued billing in accordance with the agreed treatment plan and payment schedule.
(3) Missed or Cancelled Appointments
(a) To help us provide safe and timely care we require at least 48 hours’ notice by telephone to cancel or reschedule appointments.
(b) Missed appointments without notice may result in fees, as outlined below, to reflect clinical time and resources already allocated.
(c) If you do not attend or do not cancel/reschedule your initial consultation within 48 hours’ notice, you will lose you the fee paid at booking. You must pay an additional £50.00 for a further initial consultation appointment to be scheduled.
(d) If you do not attend or do not cancel/reschedule your main consultation within 48 hours’ notice, we will be unable to disclose the results of your blood test analysis as clinician interpretation is required. To review your blood test results, you must reschedule and attend a main consultation for which a DNA fee of £50.00 will apply.
(i) At your rescheduled main consultation, if you are medically suitable for a tailored hormone treatment programme you will be credited for the £50.00 deposit against your programme purchase.
(ii) At your rescheduled main consultation, if you are not medically suitable for treatment, we will credit back your £50.00 paid for the DNA charge.
(iii) At your rescheduled main consultation, if you are medically suitable for a tailored hormone treatment programme, but choose to decline treatment, we will retain the £50.00 paid for the DNA charge.
(e) ) If you do not attend or do not cancel/reschedule any booked consultation or check-in within your treatment programme (including follow-ups, blood test reviews, check-in’s or annual consultations) within 48 hours’ notice, you will be charged a one-off DNA fee of £25.00 for non-attendance to the card we hold on file via our financial software platform.
(4) Refer & Reward Promotion
(a) This does not apply to any referrals that have occurred prior to the start of the campaign (01/01/25).
(b) There is no limit on the number of successful referrals
(c) Once a ‘new’ patient purchases a treatment programme, the referrer will receive a £50 credit on their account.
(d) Once a ‘new’ patient purchases a treatment programme, they, too, will receive a £50 credit on their account.
(e) Credits are applied to future payments where applicable and managed in line with the patient’s payment plan.
(5) Cashback Guarantee (Initial Consultation Only)
(a) The cashback guarantee applies only to initial consultations.
(b) Non-attendance without 48-hour notice is not refundable (as outlined in Section 3).
(c) Cancellations or reschedules must be within 48-hour notice to receive a refund.
(d) Refunds may take up to 7 working days to process.
(6) Consultation and Call Recording
(6.1) Consultation Recordings
(a) Consultations may occasionally be recorded to support clinician training, assessment, and patient safety. Your consent will be sought prior to consultation and confirmed at the start of each consultation.
(b) Recordings are stored securely as part of your medical record for up to 7 years, unless you request earlier deletion.
(c) You may request recording to stop at any time.
(d) Recordings are never used for marketing or public purposes.
(6.2) Consultation Transcription
(a) To support accurate clinical documentation and allow clinicians to focus fully on patient care, the practice uses a secure transcription service known as Heidi during consultations.
(b) Heidi assists by transcribing consultations and generating clinical notes; however, it is a support tool only and does not replace the clinician’s professional judgement. All clinical decisions are made solely by the treating clinician.
(c) By attending a consultation, patients consent to the use of this transcription service. Patients may choose to opt out at any time by informing their clinician before or during the consultation, and this preference will be fully respected.
(d) All patient data processed through Heidi is handled securely and confidentially. Data is processed and stored within the European Union in accordance with the Protection of Personal Information Act (POPIA) 2013.
(e) Information is not used for any secondary purposes. Data undergoes rigorous de-identification to remove personal identifiers and is protected through strong encryption and regular security audits to ensure ongoing compliance and data security.
(6.3) Call Recording
(a) Calls to and from BioID Health’s main telephone line may be recorded for patient safety, quality monitoring, and staff training and development.
(b) Call recording helps us ensure accurate information is provided, supports clinical governance, and allows us to continually improve our services.
(c) Recordings are accessed only by authorised and appropriately trained staff and are handled in strict confidence.
(d) Calls are never recorded for marketing or promotional purposes.
(e) Recordings are stored securely and retained in line with our data protection and clinical record-keeping policies.
(f) By continuing with a telephone call, you acknowledge and consent to call recording.
(g) If you do not wish your call to be recorded, please inform a member of staff at the start of the call and alternative arrangements will be discussed where possible.
(7) Credits
(a) Credits added to a patients account will be valid for 6-months from date of issue.
(b) After 6-months this credit will not be able to be used against any further treatment.
(8) Recurring Payment Instalments for Treatment Programmes
(a) Upon commencement of a treatment programme, you will agree to a quarterly or annual payment plan based on the clinical recommendations.
(b) Payment for the treatment programme must be made in advance of medication delivery and patient care.
(c) All payments plans are set up via a recurring card payment scheme.
(d) For quarterly payment plans, you will be charged on the day of plan commencement and the recurring card payment will be debited every 3 calendar months of that date.
(e) For annual payment plans, you will be charged on the day of plan commencement and the recurring card payment will be debited every 12 calendar months of that date.
(f) Annual plans include a 20% saving, which in the event of a refund, will not be applied to refunded amount.
(g) Payment dates may be changed between the 1st and 28th of the relevant month, subject to approval.
(9) Complaints
(a) We aim to handle all complaints fairly, openly, and promptly.
(b) To make a formal complaint, please email info@bioidhealth.com and clearly state that it is a formal complaint, including as much detail as possible.
(c) Complaints should normally be made within 12 months of the issue occurring. We may consider complaints made later where there is a good reason and it remains possible to investigate fairly.
(d) We will acknowledge receipt of your complaint within 2 working days.
(e) You will then receive confirmation of:
a. The name of the lead investigator,
b. Your complaint reference number,
c. A summary of the concerns raised, and
d. An expected response timeframe.
(f) Complaints are investigated thoroughly to understand what happened and identify learning and improvements.
(g) We aim to provide a full written response within 20 working days. If this is not possible, we will keep you informed and explain the delay.
(h) Once the investigation is complete, we will provide a written response outlining our findings and any actions taken.
(i) If you are not satisfied with our response, please let us know so we can try to resolve your concerns.
(j) If you remain dissatisfied, you may refer your complaint to CEDR (Centre for Effective Dispute Resolution):
a. Tel: 020 7536 6000
b. Email: info@cedr.com
(k) Raising a complaint will not affect your care, and we use feedback to improve our services.
